Support Request
Get help from the Commtrix support team when you encounter issues or have questions.
Accessing Support
From the Application
- Click on the Profile icon in the navigation bar.
- From the profile menu select Contact Support
From the Support Portal
Visit the Commtrix support portal directly at your organization's support URL.
Submitting a Support Request
Step 1: Describe Your Issue
| Field | Description |
|---|---|
| Subject | Brief summary of your issue (e.g., "Cannot make outbound calls") |
| Request Type | Select the area related to your issue |
| Priority | Urgency level of your request |
Categories
| Category | Use For |
|---|---|
| Technical Issue | System errors, bugs, or malfunctions |
| Billing | Payment, invoices, or subscription questions |
| Feature Request | Suggestions for new functionality |
| Account Access | Login problems or permission issues |
| General Inquiry | How-to questions or guidance |
Priority Levels
| Priority | Description | Response Time |
|---|---|---|
| Urgent | System down, cannot make/receive any calls | Within 1 hour |
| High | Major feature not working, impacting business | Within 4 hours |
| Medium | Feature issues with workaround available | Within 24 hours |
| Low | General questions or minor issues | Within 48 hours |
Step 2: Provide Details
In the Description field, include:
- What you were trying to do
- What happened instead
- Any error messages you saw
- Steps to reproduce the issue
- When the problem started
Be Specific
The more details you provide, the faster we can help. Include screenshots, phone numbers involved, and timestamps when possible.
Step 3: Select a prefered contact method
| Field | Description |
|---|---|
| Select Email if you only wish to be contacted via email | |
| Phone | Select phone if you only wish to be contacted via phone |
| Both | Or select both |
Step 4: Submit
- Review your request details.
- Click Submit Request.
- You will receive a confirmation email with your ticket number.
Feedback
After your request is resolved:
- You will receive a survey email.
- Rate your support experience.
- Provide feedback to help us improve.
Your feedback helps us provide better service.